Automatic integrated escalation in a unified messaging system

ABSTRACT

A user is identified based at least in part on a user identification designation associated with an incoming communication. A message recipient is then determined based at least in part on the identified user and one or more address books associated with message recipients by comparing the user identification designation to one or more entries in the one or more recipient databases. The incoming communication is routed to the determined message recipient. Escalation procedures are implemented up to a configured level in the recipient organization based on various criteria. As messages are escalated and deposited in mailboxes associated with the determined message recipients, the determined message recipients are notified of the deposited messages.

This application is a continuation of U.S. patent application Ser. No.12/582,374, filed on Oct. 20, 2009, which is incorporated by referenceherein.

BACKGROUND

The present disclosure relates generally to message routing and moreparticularly to automatic escalation in a unified messaging platformenvironment.

Unified messaging is the integration of different streams ofcommunication (e.g., email, voicemail, short message service (SMS), fax,etc.) into a single, unified message store (e.g., a unified messagingplatform) accessible from a variety of user devices.

Call centers are centralized offices used for the purpose of receivingand transmitting large volumes of requests by telephone or othercommunication devices. Call centers are used to receive incomingcommunication (e.g., audio calls, video calls, emails and faxes) to anorganization (e.g., a company, corporation, business unit, etc.). Forexample, call centers may be used as a customer service center staffedby multiple customer service representatives (CSRs). Each representativemay be responsible for one or more customer accounts and/or types ofcustomer issues (e.g., account termination, maintenance, billingdisputes, etc.).

However, a call center is generally associated with a single telephonenumber or a limited number of telephone numbers. That is, anorganization may have a customer service number (e.g., 1-800-CUSTOMR)that all customers call, regardless of the reason for calling. Incomingcalls are then routed based on operator routing, hierarchical customerservice representative response, automated speech recognition systems,or the like. If a particular customer service representative responsiblefor the incoming call is unavailable, the customer may be invited toleave a message in the form of a voicemail, such as in the systemdescribed in co-pending and concurrently filed U.S. patent applicationSer. No. 12/582,263, entitled “Message Routing in a Unified MessagingSystem”.

In a unified messaging platform environment, other communicationsmethods, such as email and facsimiles, are also used to contact customerservice representatives. In call centers using a single or limitedincoming telephone numbers, these emails and facsimiles may be depositedalong with the voicemails as described above.

Customers who have sent voice, facsimile, emails and/or other messagesfor a particular customer service representative may experience poorquality of service when the customer service representative isunavailable for a significant period or if the customer's needs areurgent. That is, the customer may not receive a timely response to theirmessage because the message has not been received by any customerservice representative.

BRIEF SUMMARY

The present disclosure relates generally to message handling and moreparticularly to message handling in a unified messaging platformenvironment.

In one embodiment, a user is identified based at least in part on a useridentification designation associated with an incoming communication. Amessage recipient is then determined based at least in part on theidentified user and one or more databases and/or address booksassociated with message recipients by comparing the user identificationdesignation to one or more entries in the one or more recipientdatabases and/or address books. The user is associated with one of aplurality of message recipients according to a predetermined or randomassignment algorithm if no prior association is determined. The incomingcommunication is routed to the determined message recipient.

A message for a live communication attempt (e.g., voice call) isdeposited in a mailbox associated with the determined message recipientif the determined message recipient is not available. Other (non-live)communication messages (such as email and facsimile) are deposited intothe recipient's mailbox. Only the determined message recipient may benotified of the deposited message. In certain circumstances, such aswhen an intended original recipient is not available or does not handlesuch a deposited message, each such deposited message may be furtherrouted to other appropriate recipients based on the embodiments beingdisclosed in the following.

These and other advantages of the disclosure will be apparent to thoseof ordinary skill in the art by reference to the following detaileddescription and the accompanying drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 depicts a unified messaging system according to an embodiment ofthe present disclosure;

FIG. 2 is a schematic drawing of a computer;

FIG. 3 depicts a database according to an embodiment of the presentdisclosure;

FIG. 4 is a flowchart of a method of message handling in a unifiedmessaging system according to an embodiment of the present disclosure;and

FIG. 5 is a flowchart of a method of message escalation in a unifiedmessaging system according to an embodiment of the present disclosure

FIG. 6 is a flow chart of a method of associating received messages withtransaction IDs in a unified messaging system according to an embodimentof the present disclosure.

DETAILED DESCRIPTION

FIG. 1 depicts a calling system 100 according to an embodiment of thepresent disclosure. Calling system 100, which may be used in unifiedmessaging (UM), includes an exemplary call center 102 in communicationwith one or more customers 104 a, 104 b, . . . , 104N and a UM platform106.

Call center 102 includes one or more customer service representatives110 a, 110 b, . . . , 110N. In at least one embodiment, customers 104a-N are connected to, and/or are in communication with call center 102and one or more customer service representatives 110 a-N usingcommunication network 108 and/or communication network 120. Thedesignation N is used only to indicate multiplicity of numbers, and thenumber of customers 104 a-N may be different than the number of customerservice representatives 110 a-N.

Customer service representatives (CSRs) 110 a-N are in communicationwith UM platform 106, which includes UM interface 108, UM controller112, and/or UM database 114. Communication between UM interface 108 andcustomer service representatives 110 a-N may be controlled by a UMcontroller 112. UM controller 112 and/or UM interface 108 may alsocontrol and/or be in communication with UM database 114. As describedherein, “in communication with” describes connection between components(e.g., customers 104 a-N, UM interface 108, customer servicerepresentatives 110 a-N, UM controller 112, UM database 114, etc.) thatcan transmit signals and/or information to each other using anyappropriate protocol and combination of wired and/or wirelesscommunication techniques (e.g., VOIP, wired, IP, etc.). In at least oneembodiment, such communication may be through and/or with a telephoneand/or packet network, as is known. For example, in some embodiments,CSRs 110 a-N may communicate with (e.g., access) the UM platform 106 andtheir messages using telephone user interface (TUI) and/or one or morecomputer programs. Originators of voice or video calls that are notanswered by any customer service representative 110 a-N may choose toleave messages into the UM database 114 of the UM platform 106, asmediated by the UM interface 108 and UM controller 112. Other messagetypes (for example, e-mail and facsimile messages) that may be addressedto the common customer service representatives 110 a-N may also bedeposited into the UM database 114 as managed by the UM controller 112and/or UM interface 108.

Call center 102 and/or UM platform 106 may be constructed using anyappropriate combination of physical components and special-purposecomputers configured to carry out the specific functions describedbelow. Additionally, various components of UM platform 106 may becombined and/or may have functionality split over various components.For example, UM interface 108 may include a database configured as UMdatabase 114 and a controller configured as UM controller 112. Inanother example, UM controller 112 may be implemented in a programexecuted at a remote server that controls and routes calls and messagesto UM interface 108 and/or customer service representatives 110 a-N.

Customers 104 a-N are users of the call center 102 using any appropriatecommunications device (e.g., telecommunications device, telephone,mobile telephone, email-capable device, facsimile machine, etc.) tocommunicate with call center 102 and/or customer service representatives110 a-N. UM platform 106 is based on a unified messaging system. Assuch, UM platform 106 supports voice, email, and facsimile message typesin a unified fashion. For example, subscribers to (e.g., users of) UMplatform 106, such as customer service representatives 110 a-N of callcenter 102, may receive and deposit messages of any type in anassociated mailbox or associate mailboxes of the UM platform 106. Inthis way, UM platform 106 is accessed via one or more networks (e.g.,telephone, packet, etc.) to receive and handle messages based onincoming data. The UM platform may also initiate transmission ofmessages such as reminder messages.

UM interface 108 is any appropriate server or server-like device ordevices that can receive information from customers 104 a-N and can sendinformation to and receive information from customer servicerepresentatives 110 a-N and customers 104 a-N. That is, UM interface 108coordinates (e.g., receives and/or stores) communications from customers104 a-N who wish to access the call center 102 and customer servicerepresentatives 110 a-N. In at least one embodiment, UM interface 108includes a telephone user interface (TUI) program. In anotherembodiment, UM interface 108 may also include the communicationcapability to offer its users support for multimedia communicationsessions to store video messages. UM interface 108 may be implemented asa computer, such as the computer 200 discussed below with respect toFIG. 2. That is, UM interface 108 may include and/or be a computeradapted to perform the methods described below with respect to FIGS. 4,5 and 6. As described above, UM interface 108 may be coupled to orinclude UM controller 112 and/or UM database 114.

Customer service representatives 110 a-N are local and/or remotelyconnected representatives of an organization (e.g., customer carerepresentatives, call center support staff, etc.) using any appropriatecommunications device (e.g., telecommunications device, computer withcommunication software/firmware, telephone, mobile telephone,email-capable device, facsimile machine, etc.) to communicate with callcenter 102 and/or customers 104 a-N.

UM controller 112 is any appropriate module that can send information toand receive information from UM interface 108, customers 104 a-N, andcustomer service representatives 110 a-N. That is, UM controller 112coordinates communications between UM interface 108 and customer servicerepresentatives 110 a-N in accordance with the methods described herein.In at least one embodiment, UM interface 108 may implement anapplication programming interface (API). In another embodiment, UMcontroller 112 may handle processing of messages such as recorded voiceand/or vide calls, e-mails and facsimiles. In an alternative embodiment,UM controller 112 is a remote web server or similar device capable ofperforming the functions described below. In either embodiment, UMcontroller 112 may be implemented as a computer, such as the computer200 discussed below with respect to FIG. 2. That is, UM controller 112may include and/or be a computer adapted to perform the methodsdescribed below with respect to FIGS. 4 and 5.

UM database 114 is any appropriate database, such as the databasedescribed below with respect to FIG. 3. In at least one embodiment, UMdatabase 114 is a database that can contain data to correlateinformation (e.g., invoice number, telephone number, trouble ticket,etc.) related to customers 104 a-N with an associated customer servicerepresentative 110 a-N. The database 300 described below with respect toFIG. 3 is an example of the correlations and/or associations that may beused to implement the methods described below with respect to FIGS. 4and 5. Portions of database 114 may be associated with or related to orused with one or more address books (not shown) of call center 102.

Communications to and/from UM platform 106 and customer servicerepresentatives 110 a-N and customers 104 a-N may be through the analogcommunication network 118 (e.g., one or more telephone networks) and/orpacket communication network 120 (e.g., a private local area network, aprivate wide area network and/or the public network known as theInternet). The interface components of UM platform 106 to the analogcommunication network 118 and packet communication network 120 are notshown, but may be implemented as part of UM interface 108 in at leastone embodiment. In at least one embodiment, email messages andmultimedia (e.g., voice and/or data) can be transmitted through thepacket communication network 120, and facsimile messages can betransmitted through the analog communication network 118 and/or packetcommunication network 120. Various communications components and networkconnections are not shown in FIG. 1, and are apparent to persons skilledin the art. Communication network 118 and communication network 120 maybe implemented using any past, present and future protocols and suchtechnologies would not be excluded from the scope of this presentdisclosure. For example, communication network 120 may be implementedusing one or more protocols such as GSM, wimax, 802.11a, 802.11g,802.11n, 802.3 Ethernet, leased lines, and other technologies.Communication network 118 and communication network 120 may each consistof one or more networks. For example, communication network 120 mayinclude a GSM network for wireless communications to and from one ormore customers 104 a-N, one or more wired connections to one or morecustomers 104 a-N, and have one or more wired connections to call center102 and the customer service representatives 110 a-N. Detailedcomponents, such as possible additional networks and componentsassociated with call center 102 and customers 104 a-N are not shown.

FIG. 2 is a schematic drawing of a computer 200 according to anembodiment of the present disclosure.

Computer 200 contains devices that form a controller including aprocessor 202 that controls the overall operation of the computer 200 byexecuting computer program instructions, which define such operation.The computer program instructions may be stored in a storage device 204(e.g., magnetic disk, database, etc.) and loaded into memory 206 whenexecution of the computer program instructions is desired. Thus,applications for performing the herein-described method steps, such asthose described below with respect to method 400 are defined by thecomputer program instructions stored in the memory 206 and/or storage204 and controlled by the processor 202 executing the computer programinstructions. The computer 200 may also include one or more networkinterfaces 208 for communicating with other devices via a network. Thecomputer 200 also includes input/output devices 210 that enable operatorinteraction with the computer 200. Computer 200 and/or processor 202 mayinclude one or more central processing units, read only memory (ROM)devices and/or random access memory (RAM) devices. One skilled in theart will recognize that an implementation of an actual computer couldcontain other components as well, and that the computer of FIG. 2 is ahigh level representation of some of the components of such a computerfor illustrative purposes.

According to some embodiments of the present disclosure, instructions ofa program (e.g., controller software) may be read into memory 206, suchas from a ROM device to a RAM device or from a LAN adapter to a RAMdevice. Execution of sequences of the instructions in the program maycause the computer 200 to perform one or more of the method stepsdescribed herein. In alternative embodiments, hard-wired circuitry orintegrated circuits may be used in place of, or in combination with,software instructions for implementation of the processes of the presentdisclosure. Thus, embodiments of the present disclosure are not limitedto any specific combination of hardware, firmware, and/or software. Thememory 206 may store the software for the computer 200, which may beadapted to execute the software program and thereby operate inaccordance with the present disclosure and particularly in accordancewith the methods described in detail below. However, it would beunderstood by one of ordinary skill in the art that the presentdisclosure as described herein could be implemented in many differentways using a wide range of programming techniques as well as generalpurpose hardware sub-systems or dedicated controllers.

Such programs may be stored in a compressed, uncompiled, and/orencrypted format. The programs furthermore may include program elementsthat may be generally useful, such as an operating system, a databasemanagement system, and device drivers for allowing the portablecommunication device to interface with peripheral devices and otherequipment/components. Appropriate general purpose program elements areknown to those skilled in the art, and need not be described in detailherein.

FIG. 3 depicts a database 300 according to an embodiment of the presentdisclosure. In at least one embodiment, database 300 is used as UMdatabase 114 of FIG. 1. In an exemplary embodiment, database 300includes one or more tables 302 a, 302 b, 302 c. Tables 302 a-c mayinclude a list of incoming source information 304 (e.g., telephonenumbers (TNs), email addresses, email domains, etc. associated withcalling customers 104 a-N, email addresses, etc.), an associatedtransaction identification number (transaction ID) 306 (e.g., invoicenumber, trouble ticket, etc.), an organizational chart 308, ahierarchical structure, a message response timing indication list (e.g.,a list indicating a time until action if a message has not beenacknowledged by a customer service representative, etc.), or any otherappropriate list or structure. Database 300 may include otherinformation (not shown) such as some data that may be used in thegeneral operations of unified messaging platforms. Database 300 may be aflexible mapping database and may be configured (e.g., by a user of thecall center 102).

Database 300 may be collection of data that is stored in a computer(e.g., computer 200 of FIG. 2) wherein a database management system(DBMS) may consult the database 300 to answer queries (e.g., to selectdata). Data retrieved in answer to queries become information that canbe used to make decisions, may precipitate actions, or may be displayedto a customer service representative 110 a-N.

For simplicity, database 300 is depicted and described in the embodimentof FIG. 3 as a relational database. In the same or alternativeembodiments, all or part of database 300 may configured according toanother database model such as a hierarchical model, a table model, anetwork model, an object model, an associative model, etc.

Data shown in FIG. 3 for database 300 be arranged and represented in anysuitable fashion. For example, organization chart 308 may be representedgraphically as a tree, but may be implemented as a table 302 b. Forexample, in a tabular implementation each node of the shown organizationchart 308 tree may represent a customer service representative 110 i andbe implemented by a row, where a column of that row may be used to referto another customer service representative 110 k, where customer servicerepresentative 110 k would be represented by a tree node above (e.g., asupervisor or other customer service representative 110 i). As anexample, customer service representative 110 k with a CSR ID value of 1may be a superior of a customer service representative 110 i with a CSRID value of 4, as shown in the tree representation of the organizationchart 308. Tables 302 a-d may be data tables as is known in the use ofdatabases. It is understood that any number of tables and/or relationalcharts may be used to store and correlate data. Similarly, thoughreferred to as tables, tables 302 a-d are a visual representation of adatabase relation and any appropriate implementation of data storage andcorrelation may be used. As such, tables 302 a-d, especially thoserelated to organizational chart 308, may be an address book or a portionof an address book, and may be used by customer service representatives110 a-N. Such address books may be address books of the call center 102,address books of external organizations (e.g., address books associatedwith customers 104 a-N, etc.), or any combination thereof. Other datathat is not shown may be stored in conjunction with the data shown inFIG. 3. The exemplary data that is shown in FIG. 3 is used to identify afirst customer service representative 110 i (among the customer servicerepresentatives 110 a-N), where the customer service representative 110i is responsible for handling the incoming message.

Tables 302 a-d may be a set of data elements organized using rows andcolumns which may be accessed via the DBMS (e.g., as in a look-uptable). The columns may be identified by title (e.g., “Incoming SourceInformation” and “Transaction ID”) or another identifier. The rows maybe identified by the values (e.g., “973-555-1111”, “1”, “3”, etc.)appearing in particular columns. In some embodiments rows may also havetitles or other identifiers.

The list of incoming source information 304 may include data valuesassociated with incoming messages to UM call center 102, such as thosemessages from customers 104 a-N. That is, incoming source information304 may be a list of telephone numbers and/or email addresses of userswho have previously contacted UM call center 102 or have some otherprior association with UM call center 102. Accordingly, when UM callcenter 102 receives a call from a particular known source, UM database300 may be accessed to determine any appropriate associations (e.g.,associations of a message, based on its originator, with a particularcustomer service representative ID (CRS ID), association of particularcustomer service representatives 110 a-N using organizational chart 308,address book information, etc.).

As discussed similarly in related U.S. patent application Ser. No.12/582,263, entitled “Message Routing in a Unified Messaging System”,tables 302 a-d may include other appropriate information such as ainformation about each customer service representative 110 a-N. Table302 a can be used to identify a specific customer service representative110 i using the incoming source information of an arrived message andthe CSR ID 306 of that customer service representative 110 i. Forexample, if a voice message is from a caller at number 973-555-3333,customer service representative 110 i with CSR ID 306 with a value of 3can be initially associated with that arrived message. As anotherexample, UM platform 106 can associate an arrived email fromparticular_originator_(—)1@hype1-abc-corp.com with a UM platform 106subscriber customer service representative 110 i with a CSR ID 306 withvalue of 5. Not all of the employees of the call center 102 may beinitially associated with incoming messages by UM 102. For example, only5 employees are listed in table 302 a, whereas information about moreemployees are stored in the sample data for table 302 b of call center102. An incoming message, whose incoming source information is otherwisenot specified in table 302 a is associated with a customer servicerepresentative 110 i, whose CSR ID is 4.

Tables 302 b and 302 c may be related in a hierarchical structure inthat table 302 b may provide further information about table 302 a andtable 302 c may provide further information about table 302 b.

In the exemplary embodiment of FIG. 3, table 302 b may represent anorganizational chart 308 as shown in FIG. 3. Such an organizationalchart may be a representation of a partial or full hierarchicalrelationship of customer service representatives 110 a-N in call center102. For example, if a customer 104 a-N associated with the incomingtelephone number “973-555-1111” from the list of incoming sourceinformation 304 contacts UM call center 102, a customer servicerepresentative 110 i with CSR ID 306 with a value of 1 can be initiallyassociated with that arrived message. The information in organizationchart 308 can be used by UM platform 106 to escalate handling of thismessage to other people (i.e., call center employees with CSR IDs of 2and 8, in that order), when certain conditions are met. That is, asdiscussed below with respect to FIGS. 4 and 5, messages deposited inmailboxes associated with the customer service representatives 110 a-Ndesignated in organizational chart 308 may be escalated to othercustomer service representatives 110 a-N according to a predeterminedcondition. In the sample organization chart 308 of table 302 b, the CSRID values of employees are stored for each employee. The level of eachemployee may also be stored in table 302 b. For example each row of atabular arrangement of table 302 b can include (among other data) acolumn value for level of that employee and another column for the CSRID of that employee. A total of 5 levels are shown for table 302 b,where customer service representative with the CSR ID of 4 is at level1, customer service representatives with CSR IDs of 1, 3 and 5 are atlevel 2, and so on. The employee (customer service representative 110 i)with CSR ID of 10 is at level 5 in table 302 b.

Information related to the escalations of messages among customerservice representatives 110 a-N with regards to their positioning inorganizational chart 308 may be stored in table 302 c. Table 302 c maystore information related to the length of time a message is stored in aparticular mailbox before being escalated. For example, a message storedin a mailbox for a level “1” customer service representative 110 a-N maybe stored for 0.5 hours before being forwarded to the next available ornext designated customer service representative 110 a-N (e.g., the nexthigher customer service representative in organizational chart 308).Similarly, as shown in table 302 c, a message stored in a mailbox for alevel “2” customer service representative may be stored for 1 hourbefore being forwarded to the next available or next designated customerservice representative 110 a-N. In other words, different customerservice representatives 110 a-N and/or different levels oforganizational chart 308 may be assigned different durations messagesare held before being escalated to another customer servicerepresentative 110 a-N. The timing value for employees at level 4 has aspecial value (−1 in the sample table 302 c) to indicate that UMplatform 106 must not escalate handling of incoming messages above level4 under any circumstances.

Another table 302 d of UM database 300 can be used to associate eachmessage with zero or more transaction IDs 312. Each arrived message in aUM platform 106 is assigned a unique message UID 318 by UM systemplatform 106. Customer service representatives 110 a-N may associateeach message with zero or more transaction IDs 312. Transactions can beany information that may be maintained in the UM database 300 or anotherdatabase (not shown) such as trouble tickets, invoices, or payments.Such transactions may be related to customers 104 a-N or other events orinformation which may be internal to the call center 102. Other columnsof table 302 d include CSR ID 320 (equivalent to CSR ID 306). Other datain database 300 may be used to associate each CSR ID 306 (320) to theunique email address of each customer service representative 110 a-N, asdescribed in the co-pending and concurrently filed U.S. patentapplication Ser. No. 12/582,263, entitled “Message Routing in a UnifiedMessaging System”. Each Customer service representative 110 a-N can usethe UM platform 106 to populate, modify, and/or delete one or moretransaction IDs 312 for each message in his/her mailbox, after he/sheaccesses each message. Such transaction IDs 312 may be used tocommunicate additional information about messages between customerservice representatives 110 a-N, who may have accessed each message. Forexample, the example in table 302 d can indicate that the customerservice representative 110 i with CSR ID 320 of value 5 may have notaccessed a message with message UID 318 of value 81 yet and/or has notassigned any transaction ID 312 values to it, whereas message UID 128 ofcustomer service representative 110 j with CSR ID 320 value of 6 mayhave received an escalated copy of that same message into his mailbox(message UID 318 with a value of 128) and may have assigned atransaction ID 312 with a value of B597Y to that escalated instance ofthat same message. As shown for two messages with message UID 318 withvalues of 81 in Table 302 d, it is possible that different messages inthe separate mailboxes of the various customer service representatives110 a-N may have the same Message UID 318.

FIG. 4 is a flowchart of a method 400 of message handling in a unifiedmessaging system according to an embodiment of the present disclosure.The method 400 may be performed by components of UM call center 102 asdiscussed below. Specifically, UM controller 112 and/or UM interface 108may be used to perform the steps of method 400 as appropriate. Themethod begins at step 402.

In step 404, a communication is received at call center 102. Thecommunication may be a message, telephone call, email, facsimile, shortmessage service (SMS) message, text message, or the like received from acustomer 104 a-N. In at least one embodiment, the communication isreceived at UM interface 108. In the same or alternative embodiments,the communication is received and handled further by UM controller 112.

In step 406, user (e.g., customer) identification information isdetermined. In at least one embodiment, customer identificationinformation is determined by UM interface 108 and/or UM controller 112based on the communication received in step 404. Customer identificationinformation (e.g., a user identification designation) may be a telephonenumber, caller ID, email address, Internet Protocol (IP) address, or anyother appropriate identifier. For example, the customer identificationinformation may be an incoming source information 304 as shown in FIG.3. In some cases, no customer identification information can bedetermined; in these cases, the incoming communication may be identifiedas “OTHER”, as shown in FIG. 3. In an alternative embodiment, customeridentification information may be information indicative of the reasonthe customer 104 a-N has contacted UM call center 102.

In step 408, a determination is made as to whether a customer servicerepresentative 110 a-N is associated with the incoming communication. Asdescribed above with respect to FIG. 3, tables 302 a-d of UM database300 may be accessed (e.g., by UM controller 112) and a customer servicerepresentative 110 a-N may be identified. In this way, a messagerecipient may be determined by querying one or more recipient databasesand/or address books. In other words, UM database 114/300, whichincludes address book (e.g., contact) information for each customerservice representative 110 a-N, may be queried to determine whichcustomer service representative 110 a-N is to be associated with theincoming communication.

If a customer service representative 110 a-N is determined in step 408,the method proceeds to step 410 and the communication is routed to thatcustomer service representative. If no customer service representative110 a-N is identified in step 408, the method proceeds to step 412 andthe communication is routed according to a predetermined protocol.

In step 410, the communication received in step 404 is associated withand routed to the UM platform 106 mailbox (Inbox) of a customer servicerepresentative 110 a-N. That is, a look-up or other function is used toquery an address book, a database, or the like to determine if theoriginator (sender) of the message has been associated with (e.g.,assigned to, etc.) a customer service representative and thecommunication is sent to the mailbox of that customer servicerepresentative. The method then proceeds to step 414.

In at least one embodiment, the query accesses a hierarchical ororganizational chart, such as organizational chart 308 of table 302 b inFIG. 3, to determine the associated customer service representative 110a-N. In the example of FIG. 3, the communication associated with messageUID 318 with value of 127 is routed to the customer servicerepresentative 110 a-N with CSR ID 306 (320) with value of 4.

If no customer service representative 110 a-N is identified in step 408,the communication is routed according to a predetermined protocol instep 412. In at least one exemplary embodiment of a predeterminedprotocol, which can be used when the <<OTHER>> record in table 302 a maybe missing or otherwise unavailable, UM platform 106 sends the messageto any of the customer service representatives 110 a-N who may beidentified with CSR ID values 306 in table 302 a. In yet anotherembodiment, the communication is assigned to a customer servicerepresentative 110 a-N according to a predetermined schedule (e.g., nextavailable, lowest workload, position on organizational chart 308, etc.)and the communication is routed to the identified customer servicerepresentative 110 a-N. The method then proceeds to step 414.

In step 414, a determination is made by one or more communicationequipment components such as a telephone network switch (not shown) asto whether the designated customer service representative 110 a-N isavailable. Here, available refers to an ability to communicate with thecustomer 104 a-N in a live or practically live format such as atelephone call, video call, or the like. In at least another embodiment,the UM platform 106 may try to dial out a different phone for the targetcustomer service representative 110 i, if the incoming message is a livetelephone call. If the customer service representative 110 a-N isavailable, the method proceeds to step 416 and the customer 104 a-Nassociated with the incoming communication is connected to the customerservice representative 110 i. In at least one embodiment, where the livecommunications is not established, UM platform 106 allows the customer104 a-N to deposit a message in a mailbox of the customer servicerepresentative 110 a-N, as appropriate.

If the customer service representative 110 a-N is not available, themethod proceeds to step 418 and the communication is deposited in amailbox of the customer service representative 110 a-N. In at least oneembodiment, the communication is deposited in a mailbox at UM interface108 that is specifically assigned to the customer service representativedetermined in step 408 instead of a general (e.g., communal) mailbox.After deposition of the communication, the particular identifiedcustomer service representative 110 a-N can be notified of thecommunication in step 420. Notification may be by any appropriate means,such as a page, telephone call, email, email alert, SMS message,voicemail, or the like. In at least one embodiment, this notificationwould include information indicative of the customer identified in step406, and may also include the message UID 318. In this way, the customerservice representative 110 a-N responsible for a particular customer 104a-N is notified that the customer has left a message.

Following notification in step 420, message escalation features areenabled in step 422. These message escalation features are discussedfurther with respect to method 500 of FIG. 5.

FIG. 5 is a flowchart of a method 500 of message escalation in a unifiedmessaging system according to an embodiment of the present disclosure.The method 500 may be performed by components of UM platform 106 asdiscussed below. Specifically, UM controller 112 and/or UM interface 108may be used to access UM database 114/300 to perform the steps of method500 as appropriate. For conciseness of description, the method begins atstep 502 and it is assumed that a message has been or will be depositedin a mailbox associated with a customer service representative 110 a-Nas described above with respect to FIG. 4.

In step 504, a timing duration (delay) is determined. Specifically, thetiming duration (delay) may be looked up from a database (e.g., table302 c of UM database 300) or other location (e.g., UM controller 112, UMinterface 108, etc.). The timing duration is a time that the depositedmessage is stored (e.g., held) at a mailbox before an automatic action(e.g., escalation) is triggered. That is, the deposited message isassociated with a time period before UM interface 108 and/or UMcontroller 112 intervenes. As discussed above, the timing duration maybe related to a particular level of the organizational chart 308associated with the customer service representatives 110 a-N.

In step 506, a determination is made as to whether the timing durationhas elapsed. In at least one embodiment, a timer is activated and runfor the timing duration determined in step 504. The timer counts downthe timing duration determined in step 504. In at least one embodiment,the timer is activated when the message is deposited in a mailbox. Thetimer may be a separate component of UM platform 106, may be a part ofUM interface 108, may be implemented as logic by UM controller 112, ormay be implemented through another method. The determination iscontinually made until the timing duration has elapsed. The method thenproceeds to step 508.

In step 508, a determination is made as to whether the message has beenretrieved by the customer service representative 110 i who is associatedwith the UM platform 106 mailbox where the message is stored. In atleast one embodiment, it is determined if the customer servicerepresentative 110 i has read, played, listened to, or otherwisedisplayed the message. If the message has been retrieved, the methodproceeds to step 510 and the method ends.

If the message has not been retrieved, the method proceeds to step 512and a new message recipient is determined. The new message recipient isdetermined according to a predetermined structure. In at least oneembodiment, the new message recipient is determined based on ahierarchical structure. For example, the organizational chart 308 (table302 b) and table 302 c may be used to determine the next higherrepresentative of the organization. The method then proceeds to step516.

In step 516, a decision is made, based on the determined results of step512, whether further escalation of the message is necessary. If apredetermined timing value (such as −1) is observed in step 512, nofurther escalations are indicated, and the method proceeds to end atstep 510. Otherwise, the method proceeds to step 514.

The message is then forwarded to the new message recipient in step 514and the message is deposited in the new message recipient's mailbox. Themessage may retain the originally associated information (e.g., incomingsource information, importance, etc.) and/or be enhanced with additionalinformation (e.g., time elapsed since original message deposition,customer information, information about the original recipient customerservice representative 110 i, etc.).

In some embodiments, the original message recipient is copied on orotherwise notified of the escalated message so that the original messagerecipient is made aware of all actions performed related to the incomingmessage. In the same or alternative embodiments, intermediate escalatedmessages are deleted upon escalation. That is, optionally, when amessage is forwarded for at least a second time, all priormessages—except the original incoming message—are deleted as the messageis escalated. In this way, extra intermediate copies of the message arenot kept unnecessarily. Only the original CSR and the upper-most CSRwould have the original message, and an escalated copy, if this optionis implemented. In an alternative embodiment, intermediate messages canbe accumulated and forwarded to the intermediate CSRs. In this way,intermediate CSRs will have access to the complete history of aparticular transaction.

The method then returns to step 504 and a new timing duration isdetermined. As discussed above, each customer service representative 110a-N may have a different associated timing duration stored in database300.

In some embodiments, after determining that a message has not beenretrieved in step 508, UM interface 108 or UM controller 112 may accessa calendar of the message recipient to determine if the messagerecipient should be available, is away, is on vacation, etc. In thisway, UM platform 106 may determine if further escalation is required. Insome embodiments, the timing duration may be reset or modified based onsuch calendar information.

As described above, a customer service representative may assign, modifyand/or delete zero or more transaction IDs 312 for a message. FIG. 6 isa flowchart illustrating a method 600 of associating transaction IDs toa message according to an embodiment of the present disclosure. Forexample, the method 600 of FIG. 6 enables a customer servicerepresentative 110 i to assign at least one transaction ID to a messagein the mailbox of the customer service representative 110 i and modifyor remove any transaction IDs assigned to a message. The method 600begins at step 602. In step 605, UM platform 106 deposits a message inthe mailbox (e.g., per steps 418 and 514 in methods 400 and 500,respectively), and assigns a unique message UID 318 to this new messagein that mailbox. The UM platform 106 selects which mailbox to send themessage as described above in methods 400 and 500. In step 610, UMplatform 106 may send zero or more notifications about the depositedmessage with message UID 318 to the customer service representative 110i. This notification step is described above in step 420 method 400. Instep 615, in response to receiving the notification about the depositedmessage, the customer service representative 110 i retrieves the messagefrom the mail box. This sets the status flag to “retrieve is TRUE”. Thisstatus flag is read in step 508 of method 500. In step 620, at least onetransaction ID 312 may be associated with the message and stored indatabase 300 based on input received from the customer servicerepresentative 110 i. This allows the customer service representative toassign one or more transaction IDs 312 to the message. In step 625,existing transaction IDs 312 associated with the message may be modifiedor removed or new transaction IDs 312 associated with the message areadded based on input received from the customer service representative110 i. This allows the customer service representative to modify orremove any existing transaction ID 312 or assign a new transaction ID312 to a message. The customer service representative can use UMcontroller 106 to assign, remover, or modify zero or more transactionIDs 312 to a message. The method 600 ends at step 630. It is to beunderstood that method 600 of FIG. 6 allows a customer servicerepresentative 110 i to specify or modify transaction IDs 312 associatedwith a message in the mailbox of the customer service representative 110i at any time.

Though discussed herein as being related to a call center and customerservice representatives, one of skill in the art would recognize thatthe methods and systems described herein could be extended to anyappropriate organizational structure. That is, the escalation methods ofFIGS. 4 and 5 and the method for assigning transaction IDs to a messageof FIG. 6 could be used in any firm, company, network, or the like. Insuch cases, customer service representatives would be any internal usersof the system and the call center would be any network or calling systemused by the organization.

The foregoing Detailed Description is to be understood as being in everyrespect illustrative and exemplary, but not restrictive, and the scopeof the general inventive concept disclosed herein is not to bedetermined from the Detailed Description, but rather from the claims asinterpreted according to the full breadth permitted by the patent laws.It is to be understood that the embodiments shown and described hereinare only illustrative of the principles of the present general inventiveconcept and that various modifications may be implemented by thoseskilled in the art without departing from the scope and spirit of thegeneral inventive concept. Those skilled in the art could implementvarious other feature combinations without departing from the scope andspirit of the general inventive concept.

The invention claimed is:
 1. A method comprising: receiving an incomingcommunication comprising a user identification at a unified messagingcall center; determining a first message recipient of the incomingcommunication based on an association between the first messagerecipient and the user identification using stored incoming sourceinformation comprising user identification information of users who havepreviously contacted the unified messaging call center; routing theincoming communication to a first mailbox associated with the firstmessage recipient; upon determining that the first message recipient hasnot retrieved the incoming communication from the first mailbox within afirst length of time: generating an enhanced incoming communication byassociating original information of the incoming communication withadditional information; routing the enhanced incoming communication to asecond mailbox associated with a second message recipient; and notifyingthe first message recipient that the incoming communication has beenescalated to the second message recipient.
 2. The method of claim 1,wherein the original information comprises an indication of animportance of the incoming communication.
 3. The method of claim 1,wherein the additional information comprises an amount of time that haselapsed since the first message was deposited in the first mailbox. 4.The method of claim 1, wherein the additional information comprisesinformation about the first message recipient.
 5. The method of claim 1,wherein notifying the first message recipient that the incomingcommunication has been escalated to the second message recipientcomprises: placing a copy of the enhanced incoming communication in thefirst mailbox of the first message recipient.
 6. The method of claim 5,further comprising: escalating the enhanced incoming communication to athird mailbox of a third message recipient.
 7. The method of claim 6,wherein escalating the enhanced incoming communication to the thirdmailbox comprises: deleting the enhanced incoming communication from thesecond mailbox of the second message recipient; and retaining theincoming communication and the copy of the enhanced incomingcommunication in the first mailbox of the first message recipient.
 8. Anon-transitory computer readable medium storing computer programinstructions, which, when executed on a processor, cause the processorto perform operations comprising: receiving an incoming communicationcomprising a user identification at a unified messaging call center;determining a first message recipient of the incoming communicationbased on an association between the first message recipient and the useridentification using stored incoming source information comprising useridentification information of users who have previously contacted theunified messaging call center; routing the incoming communication to afirst mailbox associated with the first message recipient; upondetermining that the first message recipient has not retrieved theincoming communication from the first mailbox within a first length oftime: generating an enhanced incoming communication by associatingoriginal information of the incoming communication with additionalinformation; routing the enhanced incoming communication to a secondmailbox associated with a second message recipient; and notifying thefirst recipient that the incoming communication has been escalated tothe second message recipient.
 9. The non-transitory computer readablemedium of claim 8, wherein the original information comprises anindication of an importance of the incoming communication.
 10. Thenon-transitory computer readable medium of claim 8, wherein theadditional information comprises an amount of time that has elapsedsince the first message was deposited in the first mailbox.
 11. Thenon-transitory computer readable medium of claim 8, wherein theadditional information comprises information about the first messagerecipient.
 12. The non-transitory computer readable medium of claim 8,wherein notifying the first message recipient that the incomingcommunication has been escalated to the second message recipientcomprises: placing a copy of the enhanced incoming communication in thefirst mailbox of the first message recipient.
 13. The non-transitorycomputer readable medium of claim 12, further comprising: escalating theenhanced incoming communication to a third mailbox of a third messagerecipient.
 14. The non-transitory computer readable medium of claim 13,wherein escalating the enhanced incoming communication to the thirdmailbox comprises: deleting the enhanced incoming communication from thesecond mailbox of the second message recipient; and retaining theincoming communication and the copy of the enhanced incomingcommunication in the first mailbox of the first message recipient. 15.An apparatus comprising: a processor; and a memory to store computerprogram instructions, the computer program instructions when executed onthe processor, cause the processor to perform operations comprising:receiving an incoming communication comprising a user identification ata unified messaging call center; determining a first message recipientof the incoming communication based on an association between the firstmessage recipient and the user identification using stored incomingsource information comprising user identification information of userswho have previously contacted the unified messaging call center; routingthe incoming communication to a first mailbox associated with the firstmessage recipient; upon determining that the first message recipient hasnot retrieved the incoming communication from the first mailbox within afirst length of time: generating an enhanced incoming communication byassociating original information of the incoming communication withadditional information; routing the enhanced incoming communication to asecond mailbox associated with a second message recipient; and notifyingthe first message recipient that the incoming communication has beenescalated to the second message recipient.
 16. The apparatus of claim15, wherein the original information comprises an indication of animportance of the incoming communication.
 17. The apparatus of claim 15,wherein the additional information comprises an amount of time that haselapsed since the first message was deposited in the first mailbox. 18.The apparatus of claim 15, wherein the additional information comprisesinformation about the first message recipient.
 19. The apparatus ofclaim 15, wherein notifying the first message recipient that theincoming communication has been escalated to the second messagerecipient comprises: placing a copy of the enhanced incomingcommunication in the first mailbox of the first message recipient. 20.The apparatus of claim 19, further comprising: escalating the enhancedincoming communication to a third mailbox of a third message recipient,which comprises: deleting the enhanced incoming communication from thesecond mailbox of the second message recipient; and retaining theincoming communication and the copy of the enhanced incomingcommunication in the first mailbox of the first message recipient.